Customer Support Enablement Specialist

Who we are:

Field Nation brings companies and service professionals together through an integrated, easy-to-use platform. We support businesses looking to grow their service offerings while also empowering technicians to leverage their skills on their own terms. Our mission is to help the service delivery industry do great work, and we live that mission by doing great work for the companies and service professionals that depend on us.

Why is this role important to Field Nation? 

Ensuring our internal customer support teams have all the tools they need to successfully execute simple and effective processes is critical to the success of our growing marketplace. In this role you will be responsible for helping train and develop a high performing Customer Support staff while working with the VP of Customer Support and Resolution to refine internal processes to enhance the user experience. You will be given the opportunity to take a simple thought, and turn it into something actionable. This role has a big impact on the customer support teams, but the entire company and its external users.

Perfect candidate will be an organized, self-driven executor who is a perfectionist when it comes to detail and effective when collaborating cross functionally. Preferred location is Minneapolis, MN.

What you'll get to do:

• Participate in cross-functional and inter-departmental meetings as the representative for all Customer Support Teams, ensuring alignment and integration of support strategies.
• Roll out and communicate new go-to-market strategies and product launches to the Customer Support team, identifying and resolving inconsistencies or issues that may arise.
• Collaborate with the VP of Customer Support & Resolution and the Support Center Manager to identify and address team and process concerns, focusing on improving process efficiencies and streamlining case management workflows.
• Assist with customer escalations as needed by listening to the concerns, building trust/rapport, communicating our set up/processes, sharing best practices, and/or adjusting those processes based on feedback given.
• Develop and implement playbooks for various support team roles, focusing on both process execution and customer experience best practices, with a strong emphasis on emotional intelligence (EQ).
• Assist with the rollout of new processes by ensuring all Customer Support Teams are fully prepared to communicate and execute changes externally.
• Continuously review and analyze internal processes to identify opportunities for efficiency improvements and to recommend actionable enhancements.
• Build and maintain resources that reduce the overall number of support cases, enabling Customer Support Teams to decrease resolution times and enhance the customer experience.
• Support QA initiatives by identifying areas of improvement and ensuring high-quality support outcomes across all teams.
• Field internal questions regarding the platform, Salesforce, or Customer Support and address any concerns or need for documentation/training.
• Consolidate and communicate feedback on tech stack gaps or enhancement opportunities and champion with internal leadership.
• Foster a culture of empathy and customer-centricity, demonstrating a genuine passion for improving the customer experience for all internal and external users.
• Cultivate strong relationships with key internal and external stakeholders, including those in the Minneapolis office and international locations, to ensure effective collaboration.
• Serve as a backup to the Support’s Training Specialist in the development and delivery of new hire training, as well as continuing education and professional growth courses for all Customer Support teams.
• Act as a liaison between Customer Support and Product Teams, advocating for product improvements and assisting in the prioritization of requests based on customer needs and feedback.

You might be a good fit if you have:

• Effective/Driven executor with a passion for accuracy and detail while having a high level of responsibility and ownership
• 2-5 years of experience in technical/team training
• Genuine passion to improve the customer experience and naturally empathetic to all internal and external users
• Previous experience developing and documenting internal policy/processes
• Confident communicating with internal and external leadership staff in an empathetic and constructive manner
• Natural curiosity to learn new software while clearly articulating and document how it works/impacts users
• Experience in training, customer support, and/or customer call center environments
• Excellent verbal and written communication skills including presenting to variety of audiences
• Experience using Salesforce or similar CRM, ServiceCloud knowledge preferred
• Experience working with international reps is preferred
• Excellent interpersonal and organizational skills and enjoys connecting the dots for others
• Ability to thrive in a fast-paced, high-growth technical environment
• Ability to multitask and prioritize projects based on deadlines
• Demonstrated time management skills
• Experience at a technology company preferred
• Excellent technical writing skills
• Knowledge of the Field Service industry or within a marketplace is a plus

Why we think you'll love it here:

• Unlimited paid time off
• Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
• Individualized growth + development plans
• Strong values around work/life balance
• Community involvement opportunities
• Competitive benefits: medical, dental, vision, paid parental leave + 401K
• Exposure to cutting-edge technologies to solve meaningful problems

Come as you are:

At Field Nation, we believe work is about more than checking the right boxes. If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you! We review all applications and may even have another open position where you are the perfect fit.